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Logging for SDM-PAM integration

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Article ID: 256127

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

The following document discusses enabling logging on SDM for PAM integration troubleshooting

Environment

Release : 17.3
CA Service Management - Service Desk Manager

Resolution

  1. On the SDM Server, access the SDM Server install directory\site\cfg and locate file "log4j2.properties"

  2. Backup the "log4j2.properties" file to a separate location (do not copy/paste the file in the same directory)

  3. Edit file "log4j2.properties" in a text editor and make the following changes (highlighted in yellow)

    Locate this block of text at the start of the file (around line 9)
    # Configure root logger
    rootLogger.level = INFO
    rootLogger.appenderRef.rolling.ref = jstdlog

    Change to read as:
    # Configure root logger
    rootLogger.level = DEBUG
    rootLogger.appenderRef.rolling.ref = jstdlog

    Locate this block of text (around line 50)
    # Default log level for pdm_rpc package
    logger.rpc.name = com.ca.ServicePlus.pdm_rpc
    logger.rpc.level = WARN
    logger.rpc.appenderRef.jstd_rolling.ref = jstdlog
    logger.rpc.additivity = false

    Change to read as:
    # Default log level for pdm_rpc package
    logger.rpc.name = com.ca.ServicePlus.pdm_rpc
    logger.rpc.level = DEBUG
    logger.rpc.appenderRef.jstd_rolling.ref = jstdlog
    logger.rpc.additivity = false

    Save the above file and wait a few min for the change to take effect.

  4. If the changes are made correctly, you will see entries such as this in the jstd.log (located in the SDM install folder's log directory).  
    01/01 17:12:30.480 [Thread-9] DEBUG ItpamWorkflow 923 Checking value of Javascript flag 
    01/01 17:12:30.481 [Thread-9] DEBUG ItpamWorkflow 932 Library Path: /SDM/SRF/
    01/01 17:12:30.481 [Thread-9] DEBUG ItpamWorkflow 935 Process Name: Start Problem Analysis
    01/01 17:12:30.483 [Thread-9] DEBUG ItpamWorkflow 300 Creating ITPAM service with URI: http://PAM-SERVER:8080/itpam/soap 
    The above entries are specific to one trying to add a process called "Start Problem Analysis" from the given PAM instance to a SDM Request Area.


  5. To restore logging back to baseline, simply delete the "log4j2.properties" file and restore from the backup

Additional Information

KB Article 9347 discusses enabling logging on the PAM side, which may also be of value for troubleshooting